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Contact Center Applications Market in India CY 2014

Contact Center Applications Market in India CY 2014

Key Trends

Moving to the omnichannel interaction model will provide seamless Customer Experience.

Organizations and contact centers alike are focusing on enhancing overall performance management and Customer Experience by investing in optimizing internal operations such as staff scheduling and cost calculation, as well as external interactions such as first call resolution rate.

The migration to SIP trunk technology allows seamless integration of data, text, voice, and video into IP signals. More contact centers in India are evaluating and

Vertical Performance

IT and telecommunications, and BFSI continued to be the leading verticals and represented nearly􂀀􂀀% of the total market in 2014.

Vendor Performance

Avaya continues to be the leader in the Indian contact center applications market, with a share of 􂀀% in 2014.

Verint captured 􂀀% the overall revenue share for second place in 2014.

Enterprises demanded unified user interface for their contact center agents instead of accessing various applications on different interfaces, which might be difficult to manage. Only a handful of vendors were successful in delivering a one-stop shop solutions, which proved to be a significant differentiator.

Horizontal Performance

Small contact centers (up to 􂀀 seats) generated 􂀀% of revenue in 2014; medium-sized centers (􂀀– seats) accounted for􂀀%; and large centers (more than􂀀 seats) accounted for 􂀀%.


  • Executive Summary
    • Key Findings
  • Market Definitions
    • Market Segmentation
    • Market Definitions
    • Research Methodology
    • Key Notes and Assumptions
  • Market Highlights
    • Revenue Forecast
      • Table Contact Center Applications Market: Revenue Forecast, India, 2014-2021
    • Key Market Trends
    • Key Technology Trends
    • Benefits of Workforce Optimization Solutions
    • Revenue Breakdown by Technology
    • Revenue Breakdown by Technology Discussion
  • Vertical and Horizontal Analysis
    • Vertical and Horizontal Adoption Trends
    • Market Highlights by Horizontal and Vertical
  • Competitive Analysis
    • Vendor Market Share
    • Market Share Analysis-Avaya
    • Market Share Analysis-Verint
    • Market Share Analysis-Genesys
    • Market Share Analysis-Nice
    • Market Share Analysis-Aspect
    • Key Takeaways

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